<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
<html xmlns="http://www.w3.org/1999/xhtml">


<head><link rel="stylesheet" type="text/css" href="../css/popup.css"/>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<meta name="Author" content="Teledirect Authorship - Outsourcing" />
    <meta name="revisit-after" content="10 days" />
    <meta name="content-language" content="en" />
<title>Teledirect Case Study</title>
    <script type='text/javascript' src='../scripts/tracker.js'></script>
</head>


<body>

<div id="header"></div>

<div class="content">

<div class="font_small color_grey left">Information Technology Industry</div>
<div class="font_small color_grey right"><strong>Teledirect.com.sg</strong></div>

<div class="clear"></div>

<h1>Channel Loyalty Program</h1>

<strong>The Client</strong><br/>
The client is an established company in the data communications industry with over 70% worldwide market share. Growing the distribution channel via partner resellers was of the outmost importance. To retain customer loyalty, the client invested heavily into a channel loyalty program giving points for every training session attended by channel sales personnel and for every dollar sales made by each sales personnel.
<br/><br/>

<strong>The Case</strong><br/>
The client had been running a channel loyalty program for over two years and they felt it did not meet expectations in terms of performance and cost. They decided to revamp their channel program and Teledirect was chosen to be its execution partner.
<br/><br/>

<strong>The Strategy</strong><br/>
Teledirect centralised the administration team in Singapore, with an initial team of agents, skilled in multiple Asia Pacific (APAC) languages including Chinese and Korean. The team operated from Monday to Friday, during the normal office hours for each country. 
<br/><br/>
International toll-free numbers were set up taking incoming calls from 17 APAC countries into Singapore. An Interactive Voice Response (IVR) system was set up to provide pre-recorded information for the callers and an Automatic Call Distribution (ACD) system was setup to allow load sharing of agent time. 
<br/><br/>
A customized Customer Relationship Management (CRM) system, based on Teledirect's Telesmart system, was used to capture as much relevant information as possible 
<br/><br/>
This formed the knowledge database available for the client, for improving the loyalty program and understanding the channel better. 
<br/><br/>

<strong>The Results</strong><br/>
After Teledirect took over the program, agent utilization rate increased from 50% to 80%, and the lead time to respond to channel feedback improved from 5 working days to 2 working days. Overall, the cost per transaction was reduced by 26%.
<br/><br/>

<strong>The Conclusion</strong><br/>
A centralized team, the right language skill set and an automated CRM system reduced the turn around time in rewarding channel partner and thus increasing loyalty which reduced the cost of serving the channel.
<br/><br/>

<strong>Our Key Measurements of Success:</strong>
<ul>
<li>Abandon rate</li>
<li>Service level</li>
<li>Agent utilization rate</li>
<li>On time to response/one time to resolution</li>
<li>Average backlog to response/to resolution</li>
</ul>

</div></body>


</html>